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Service Desk Support Technician(W-2)
Ref No.: 18-04965
Location: Cambridge, Massachusetts
Job id-8204320
Job Title-Service Desk Support Technician(W-2)
Location-Cambridge,MA 02139
Duration-12 Months contract+


Duties:
The Service Desk Support Technician is responsible for resolving technical issues in the desktop support environment. The ideal candidate has 5+ years of experience with desktop technologies in an end user support environment with Microsoft products. He/She has excellent troubleshooting, communication, documentation, interpersonal and customer service skills. He/She is excited to join a team of technical enthusiasts providing quality solutions and customer service in a fast-paced, team-oriented environment.

Position Requirements:
Provides high touch support and outstanding customer support to onsite and remote end users.
Documents incidents and requests in the company ticketing system and provides periodic updates to the customer, ensures timely resolution.
Installs, configures, and supports all hardware and software in the environment following troubleshooting best practices.
Identifies, researches and resolves technical issues.
Responsible for timely onboarding of new end users.
Periodically assists with special projects.
Assists with moves.
Provides meeting support; Trains end-users to use conference room equipment, start meetings, and troubleshoots equipment.
Adheres to all SLA's and KPI's.
Interfaces with vendors to coordinate hardware repairs.
Escalates critical incidents to Service Desk Manager as needed.
May troubleshoots/resolve problems and works with other teams to identify root cause and resolution.
Provides phone and deskside support for mobile devices (iPhone).
Creates and maintains thorough documentation for all desktop solutions and troubleshooting instructions.
Works independently while also being a collaborative team member striving for team success.
Follows standard operating procedures and work instructions around process and documentation; Complies with company policies and procedures.
Completes assignments with limited supervision; Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks, research and resolve issue.
Recommends process improvements.
Additional responsibilities as assigned.

Skills:
Excellent knowledge of PC hardware and software with an emphasis on Microsoft environments.
Direct experience with and knowledge of key desktop technologies such as Microsoft Windows 10, Active Directory, Microsoft Office 2016/O365, Internet Explorer 11, Google Chrome.
Familiarity with a Service Desk Ticketing software.
Excellent customer service and time management skills.
Strong written and verbal communications skills required – must be able to communicate via email and chat with customers.
Ability to develop documentation.
The ability to interface directly with internal customers, senior and mid-level management, and internal technical IT teams.
Ability to lift computers and crawl under desks.
Strong work ethic, reliable, and collaborative; professional demeanor.


Education:
Associates Degree in Computer Science, Information Systems, or equivalent technical discipline is strongly preferred.
Relevant IT industry certifications (A+, MCSA, MCITP, MCTS, etc.) preferred.

Skills and Experience:
Required Skills:

ACTIVE DIRECTORY
CUSTOMER SUPPORT
END USER SUPPORT
MICROSOFT WINDOWS
SERVICE DESK
Additional Skills:
CUSTOMER SERVICE
DOCUMENTATION
INTERNET EXPLORER
MICROSOFT OFFICE
PROCESS IMPROVEMENTS
TIME MANAGEMENT
WINDOWS 10
CUSTOMER SERVICE ORIENTED
EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS HARDWARE REPAIR IPHONE MCSA MICROSOFT INTERNET EXPLORER MOBILE DEVICES

Minimum Degree Required: Associate's Degree (Community College, MBO)

Certifications & Licenses:
A+
MCSA